Mission Critical Support

Get the help you need more quickly with Priority Access – a streamlined process that connects you to senior-level Technical Support Engineers with specialized experience supporting virtualized environments.

Minimize downtime with aggressive target response times – 30 minutes or less for Severity 1 issues.

Access technical support when you need it: Available 24x7 for Severity 1 issues and additional local business-hour coverage on weekends for Severity 2 issues.

Overview

VMware Mission Critical Support is offered as a supplement to VMware Production Support and Subscription Service, and is intended to complement the value you receive from your VMware Technical Account Manager. If you need to ensure 24x7 availability of your virtualization environment, this offering is for you.

The Mission Critical Support option provides the highest level of personalized, proactive customer support available from VMware. Additional features include:

Support Management Services – Support Request escalation and management, proactive planning/communications, and customized support plan

Support Request reporting/analysis – regular reports and trend analysis based on your support activity

Quarterly business reviews – support activity summaries and recommendations

Onsite support – rapid reactive onsite assistance, when necessary, to troubleshoot issues and help minimize downtime

Upgrade/migration support -- support processes may be developed to cover any time-sensitive issues that might occur during your planned migration or upgrade

Your Account Manager will work with you to develop a detailed Support Plan, outlining points of contact and key processes.

Root Cause Analysis

Should there be an outage that affects system availability, VMware Global Support Services will, upon your request, work to provide formal root cause analysis for your Severity 1 Support Requests. VMware will use commercially reasonable efforts to work with customers and third parties as necessary to provide a resolution where possible. Root cause analysis and log file review by its nature does not always result in a conclusive resolution.

Support for Migration and Updates

Support processes may be arranged to cover any time-sensitive issues that might occur during your planned migration or upgrade.

Support Review Meetings

Your Account Manager will conduct regular meetings to review open Support Requests, address questions or concerns about your environment and to assist with ongoing projects, planned migrations and updates.

Quarterly Business Reviews

Your Account Manager will deliver onsite Quarterly Business Reviews to provide trend analysis, reporting and feedback based on your support activity. The Account Manager will also deliver information regarding the latest best practices and white papers, information about patches and updates, knowledgebase articles related to your VMware solutions to ensure the best possible experience for your implementation. In addition, the Account Manager will update Site Profiles and Support Plans as needed.